Customer Service Administrator

4 days ago


St Albans, United Kingdom MFG Full time

**JOB DETAILS**

**JOB TITLE ** CUSTOMER SERVICE ADMINISTRATOR

**IMMEDIATE MANAGER** CUSTOMER SERVICE MANAGER

**JOB PURPOSE**

The Customer Service Administrator is responsible for the efficient handling of all customer complaints in an efficient and timely manner.

The Customer Service Administrator reports to the Customer Service Manager and is responsible for assisting with all aspects of customer complaints.

The Customer Service Administrator may be required to prepare spread sheets, reports and draft bulletins in order to maintain databases and assist in general office operations.

The role is Monday to Friday 10am to 6pm each day.

**MAIN ACCOUNTABILITIES**
- Answer telephone calls promptly and direct/action appropriately.
- Respond promptly to customer enquiries.
- Handle all customer complaints and maintain CRM.
- Log all calls on the system.
- Work with the Contract Managers, Area and Regional Managers to resolve customer complaints.
- Direct complaints and unresolved issues to the appropriate teams.
- Monitor and provide feedback on the efficiency of the customer service process.
- Ensure all processes are followed.
- Ensure CRM is kept up to date and all relating correspondence is attached.
The Customer Service Administrator will also be expected to:

- Meet/Greet guests and providing tea/coffee etc. as required.
- Assist with meeting room bookings and clear/restock.
- Assist and cover other Company Administrators as required, particularly during busy periods and periods of annual leave.
**WORK CONTEXT**

The post is based at MFG’s Head office in St. Albans.

**KNOWLEDGE AND SKILLS REQUIRED**
- Previous customer service experience is essential.
- Excellent communication skills; verbal, electronic and written.
- Highly computer literate with excellent working knowledge of Microsoft Office programmes.
- Excellent organisational skills with the ability to prioritise tasks and to work to deadlines.
- Ability to achieve targets whilst maintaining accuracy.
- Ability to develop positive working relationships with colleagues and external contacts.
- Rational decision making and judgement.
**COMMUNICATIONS**

Internal Contacts:

- Customer Service Manager
- Managing Director, Operations
- Operations Directors
- Regional Managers
- Area Managers
- Other Directors
- Other Head Office Personnel
**KNOWLEDGE AND SKILL REQUIRED.**
- Previous customer service experience
- Excellent verbal and written communication skills
- Working to targeted KPIs
- Flexible
- Empathetic
- Decisive
- Approachable
- Adaptable

**Job Types**: Full-time, Permanent

**Salary**: £23,000.00 per year

Additional pay:

- Bonus scheme

**Benefits**:

- Additional leave
- Company events
- Company pension
- Life insurance
- Private dental insurance
- Private medical insurance
- Referral programme
- Sick pay
- Store discounts
Schedule:

- Monday to Friday

**Education**:

- GCSE or equivalent (preferred)
**Experience**:

- customer service: 1 year (preferred)



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